RETURN POLICY
serenehue.shop adheres to fair, transparent and standardized after-sales return and refund rules to fully protect the legitimate rights and interests of global customers. All return and exchange services comply with international cross-border e-commerce service standards, and the specific regulations are as follows:
1. RETURN ELIGIBILITY & TIME LIMIT: Customers can apply for return or exchange within30 CALENDAR DAYS after receiving the package. The returned products including dresses, outerwear and handbags must be UNUSED, UNWASHED, UNDAMAGED, UNALTERED, with original tags, labels, packaging and complete accessories. Worn, cleaned, artificially damaged, altered or missing packaging products do not support return and exchange.
2. QUALITY PROBLEM RETURNS: For products with confirmed quality problems such as defective workmanship, fabric damage, wrong items, missing accessories and serious process defects, we support free return, exchange or full refund. We will bear the return shipping cost for all verified quality problems.
3. NON-QUALITY RETURNS: Returns caused by personal preferences (including slight color difference, inappropriate size, style dissatisfaction and other personal reasons) are supported on the premise that the products meet the return standards. Customers need to bear the return shipping fee and corresponding product inspection handling fee. We will process the refund after receiving and verifying the intact returned goods.
4. REJECTED RETURNS: We refuse returns of products that exceed the 30-day return period, have been worn, cleaned, modified, artificially damaged, or lost original tags and packaging. Customized personalized products do not support unconditional return and exchange unless there are inherent quality problems.
5. REFUND PROCESSING: After we receive and inspect the returned goods and confirm that they meet the return specifications, we will initiate the refund within 3-7 WORKING DAYS. The refund will be returned to your original payment account, and the specific arrival time is subject to the processing rules of your payment platform and bank.
6. RETURN PROCESS: Please contact our official customer service via email in advance to apply for return authorization and obtain the official return address and operation guidelines. Unauthorized direct return will affect the refund progress, and we will not bear the corresponding risks.